Quality management specificity in the freight forwarding services

The quality management gets more importance in the service sphere, especially in the freight-forwarding services area. In the first place, a competitiveness of the organizations, which are employed in the freight-forwarding sphere, depends on the level of freight-forwarding service quality and client perception. This is reflected in article, how it is important for the company leadership in this area to understand, that the standardization of all business processes in the organization providing a range of freight-forwarding services should be an unconditional compliance with customer service quality indicators. There are main principles of the quality management considered and crucial factors influencing on the forwarding quality management standards design and implementation identified in this article. In addition, the approach to the key service quality indicators choice in this sphere well-founded and the specific freight-forwarding service quality indicators are suggested. To sum up everything said in this article, the fundamental idea of the quality management system (QMS) development and implementation in a freight-forwarding service company is to maximize the compliance of freight-forwarding service with the client’s expectation.